Customer Service Representative

Position: Customer Service Representative

Location: Midway Industrial Supply - Mounds View, MN

At OTC Industrial Technologies, we believe that our employees are our greatest strength. Through investment in our people and growth from within, we believe in providing you with a wide variety of opportunities to accelerate your career potential as you help us drive change to move our business forward.

For over 60 years, employing and developing the best-in-class talent has been at the forefront of our success. By coupling our teams' hands-on experience with a wide range of products from top vendors, we provide customers with the best quality products and technical application expertise and services at the lowest possible costs.

Position Statement:

Working with OTC Industrial Technologies is perfect for purpose driven individuals who are motivated to be part of an exciting transformational company .

Perks of Working with OTC Industrial Technologies:

As part of the OTC family, you'll enjoy competitive compensation and a comprehensive benefits package that includes medical, dental, and vision care coverage and a 401(k) savings plan - Additionally, we offer paid time off, short-and long-term disability coverage, life insurance, tuition assistance, and Employee Assistance Program. You'll also experience exciting opportunities for professional and personal growth and recognition.

About OTC Industrial Technologies:

OTC is one of the largest industrial distributors and service providers in the United States. Our award-winning team is the market leader offering engineered solutions, technical solutions, and aftermarket field support across a variety of industries including:
  • Automotive
  • Aerospace
  • Power Generation
  • Mining & Aggregate,
  • Medical
  • Food & Beverage
  • Chemical Processing and many more

We are proud to serve such well-known companies such as Toyota, Dupont, Dow, BP, GE, Pitney Bowes, Honeywell, Delphi, Ford, Timken, Bayer, and Freeport-McMoran.

We employ over 1,600 employees in more than 57 locations ... and growing! The OTC team includes industry leading organizations that include OTP Industrial Solutions, Furey Filter and Pump, JCI, IPEG, Keller Electrical, Laron, Buckeye Pumps, PK Controls, Ohlheiser, Air Technologies, Midway, Contrast, FACT, Tape, etc.. Our size and strength give us the resources to drive continuous improvement, while local decision-making enables the agility to quickly meet our client's unique needs.

Essential Duties and Responsibilities:
  • Serves as a primary contact for customers, assuring superior customer service levels are met and exceeded.
  • Timely processing and communication of all inquiries, quoting and orders.
  • Knowledge of account requirements and special situations; the ability to get results for customers.
  • Gain specialized technical knowledge about our products and applications.
  • Maintain knowledge of and utilize vendor portals
  • Maintain appropriate record keeping in ERP and CRM
  • Gather and provide information to sales and management team
  • Work cooperatively with other associates and departments; be a Team player.
  • Provide trouble-shooting assistance; assist with shipment issues; resolve product related problems
  • Follow up with customers to ensure that issues are resolved to their satisfaction
  • Be familiar with approved list of suppliers for goods and services
  • Internal and external collaboration on quotes for products/services with customers/outside sellers
  • Any other tasks as assigned by lead/manager.

Qualifications
  • Associate Degree or equivalent from two-year College or technical school; or High School Diploma with two (2) years related experience.
  • Preferred experience and knowledge of industrial distribution.
  • Excellent customer relation and problem-solving skills
  • Strong verbal, written, and interpersonal communication skills
  • Detail oriented, including accurate data entry skills
  • Capable of working independently, as well as a team member
  • Interact with co-workers with a positive attitude to maintain a friendly and productive work environment
  • Must be proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams)
  • Ability to understand written and oral English and be proficient with computer, email, spreadsheets and look up documents online
  • Ability to meet the physical requirements of the job
  • Ability to work in environments that may include:
    • Moving mechanical parts
    • Fumes or airborne particles
    • Painting chemicals and solvents
    • Electrical equipment

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Sitting: Prolonged periods of sitting at a desk
  • Standing: Mobility within an office environment for extended periods
  • Walking: Moving around the office
  • Lifting: Occasionally lifting and carrying up to 20 pounds

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:
  • Adaptability - Ability to be flexible and adjust to changes in your work environment. You can respond quickly to changing ideas, responsibilities, expectations, trends, strategies and other processes. Being adaptable also means possessing soft skills like interpersonal, communication, creative thinking and problem-solving skills.
  • Accuracy - Ability to detect errors in normal course of work by standard check or routine crosscheck. Errors resulting from inaccuracy would create minor confusion, delay or expense to correct the situation.
  • Dependability - Follows instructions, responds to management direction; Keeps commitments.
  • Initiative - Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
  • Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
  • Problem Solving - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
  • Planning/Organization - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
  • Communication and Interpersonal Skills - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Demonstrates group presentation skills.
  • Collaboration - Ability to work with others to achieve a common goal; Building and maintaining relationships through shared responsibility, respect, and empathy.